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Discover Recognized for Using Artificial Intelligence to Enhance Customer Service

RIVERWOODS, Ill.--(BUSINESS WIRE)--
Discover has been selected as a recipient of the 2018 CIO 100 award for
using artificial intelligence (AI) to better serve customers. This marks
the fourth year in a row the company has received this honor for its
innovative customer service enhancement strategies.

Using AI, Discover enhances its In-App Messaging functionality and
delivers an easy, instant and intuitive messaging experience for
customers and servicing agents. The feature gives customers convenience
and the flexibility to jump in and out of conversations with service
representatives via the Discover mobile app.

“Skyrocketing mobile adoption is influencing every aspect of customer
needs and expectations,” said Glenn Schneider, executive vice president
and chief information officer at Discover. “The new in-app messaging
capability using AI gives customers a hassle-free contact channel, one
that lets them communicate however, whenever, and wherever it’s most
convenient for them.”

The capability also helps service agents consistently deliver
award-winning customer service by leveraging natural language processing
and machine learning to automatically suggest pre-defined responses
related to questions, policies and procedures. The more the feature is
used, the more the system learns and enables agents to respond with
helpful and personalized information within seconds.

"Every year, we are honored to showcase the technology, innovation and
business value delivered by our CIO 100 award winners. Each of these
companies has achieved notable success in accelerating businesses to the
front lines of the digital revolution," said Maryfran Johnson, Executive
Director of CIO Programs for CIO Events and the CIO Executive Council.
"This year's winners are inspiring examples of how IT leadership,
business partnerships and customer engagement can reshape the future."

The 31st annual award program recognizes organizations around
the world that exemplify the highest level of excellence in information
technology. Recipients of this year's CIO 100 Award were selected
through a three-step process. Companies first completed an online
application detailing how their initiative delivered business value
through technology innovation. A team of judges, many of them former
CIOs, rated each application measuring innovation and business value.
CIO editors then reviewed the list of finalists and selected the winning
honorees.

Winning companies will be recognized at the annual CIO 100 Symposium &
Awards Ceremony in August.

About Discover

Discover Financial Services (NYSE: DFS) is a direct banking and payment
services company with one of the most recognized brands in U.S.
financial services. Since its inception in 1986, the company has become
one of the largest card issuers in the United States. The company issues
the Discover card, America's cash rewards pioneer, and offers private
student loans, personal loans, home equity loans, checking and savings
accounts and certificates of deposit through its direct banking
business. It operates the Discover Global Network comprised of Discover
Network, with millions of merchant and cash access locations; PULSE, one
of the nation's leading ATM/debit networks; and Diners Club
International, a global payments network with acceptance in 190
countries and territories. For more information, visit www.discover.com/company.